Customer Service Advisor

Customer Service Advisor Position Title: Customer Service Advisor Department: Customer Success Company: 45Drives Ltd. Location: Wilmington, North Carolina Work Arrangement: On-site Employment Type: Full-Time, Permanent Shift: 9AM 5PM Monday to Friday, with occasional evening customer calls and weekend support as required Level: Intermediate (Expected Experience: 25 Years) Full Transparency: We Work a Little Differently Around Here. This isn't just another job where you punch in and punch out. We come to work every day because we strive to earn a living in a meaningful way. Too many people exist without finding joy or purpose in their work, and we believe that's just wrong. After all, we spend at least a third of our lives workingso why not create workplaces where people want to come to work in the morning and feel good when they leave at the end of the day? At Protocase, your ideas don't just matterthey shape our future. We thrive on collaboration and innovation, where every voice is heard, valued, and makes a real impact. Does this sound like something you'd want to be a part of and help grow? 45Drives is changing the way organizations store data. Instead of locking customers into proprietary software, we build enterprise storage solutions using open-source software and commodity hardwaregiving customers flexibility, transparency, and long-term value without vendor lock-in. 45Drives is part of Protocase Inc., an innovative manufacturing and technology company with more than 400 employees serving over 16,000 customers worldwide, including organizations such as NASA, Boeing, Google, Apple, Microsoft, MIT, and many more. About the Role As a Customer Service Advisor, you'll be the first point of contact for customers as they begin their journey with 45Drives. Your role is to ensure every customer receives a professional, responsive, and positive service experience while helping guide them to the right resources throughout the support process. Working closely with our Solution Specialists, Account Managers, and Technical Support teams, you'll coordinate customer communications, monitor support requests, and ensure inquiries are handled efficiently. You'll also identify opportunities to strengthen customer relationships, improve customer satisfaction, and uncover potential opportunities to expand existing customer accounts. What You'll Do Contact new customers to begin their service experience and provide guidance on purchased products and services. Follow up with customers after ticket resolution to ensure satisfaction and gather quality feedback. Conduct customer outreach campaigns related to technical bulletins and service updates. Grade and triage inbound support tickets to ensure they are routed appropriately. Monitor the inbound support queue and help maintain timely response times. Schedule customer meetings, follow-ups, and ongoing service requests. Respond promptly and professionally to customer inquiries via phone, email, and remote support channels. Monitor and maintain customer KPIs to ensure service expectations are consistently met. Provide product knowledge and direct customers to the appropriate internal teams. Communicate customer feedback and emerging needs to Solution Specialists and Account Managers. Identify opportunities to introduce additional products or services that provide value to existing customers. Contribute to continuous improvements in customer service processes and communication. What You Need (Required Qualifications) Education High school diploma, general education degree (GED), or equivalent. Experience Experience providing exceptional customer service. Experience supporting customers over the phone, through email, and remote desktop tools. Comfortable working in a fast-paced environment while managing multiple customer requests. Technical Skills Strong computer skills and the ability to quickly learn new software. Ability to analyze customer issues and determine the appropriate course of action. Excellent verbal and written communication skills. Strong organizational and time management skills. High attention to detail in both communication and process. Ability to remain calm and professional under pressure. Self-motivated with the ability to think on your feet and take initiative. People-focused with a genuine desire to help customers succeed. Willingness to continuously learn new technologies and processes. Certifications / Licenses None required. Other Requirements Ability to work on-site in Wilmington, NC. Flexibility to occasionally participate in evening customer calls and weekend support. Eligible to work in the United States. What Would Be Considered an Asset (Nice-to-Have Qualifications) Previous sales or account development experience. Experience working in a call center or customer contact center. Experience supporting technical products or enterprise technology solutions. Experience working with technical systems or IT infrastructure. Familiarity with CRM, ticketing, or customer support platforms. What Success Looks Like Within your first year, you will: Build strong relationships with customers and internal teams. Become highly proficient with 45Drives' products, services, and customer support processes. Consistently maintain high customer satisfaction ratings and service KPIs. Successfully manage and prioritize inbound customer requests with minimal supervision. Contribute ideas that improve customer experience and operational efficiency. Help identify opportunities that strengthen long-term customer relationships and generate additional business. Why Us? At 45Drives, we believe in recognizing and rewarding hard work and dedication. Our starting annual total compensation packageincluding base salary and performance incentivesranges from $45,000 to 60,000 USD, depending on experience. In addition, you can look forward to: Training & Growth: We'll teach you the role from the ground up and provide opportunities to expand your skills and grow your career over time. Comprehensive Health Care: Medical, Dental, Life Insurance, and Group Insurance available after two months of full-time employment. Vacation: Start with two weeks of paid vacation, increasing to three weeks after three years and four weeks after five years. Community Discounts: Access exclusive deals at local businesses. Wellness Support: Participate in wellness events and enjoy access to a gym membership. Social Events: As our Wilmington branch continues to grow, enjoy team lunches, seasonal parties, and social events with your coworkers. Wilmington Lifestyle: Embrace coastal living with stunning beaches, rich culture, historic charm, and a thriving innovation scene. Join 45Drives and help create an exceptional customer experience for organizations around the world. If you're passionate about helping people, solving problems, and building lasting customer relationships, we'd love to hear from you.